If you feel that our FREENOW service does not meet your expectations, the best place to start is our Help Center. If you can't find what you're looking for, contact our support team by submitting a request.
If you have already gone through these steps or are dissatisfied with the support received and would like to submit a formal complaint, below you will find information on how to do so.
Formal Complaint Procedure
A formal complaint must be submitted via the form below. Formal complaints cannot be submitted over the phone.
Your completed form must include the following information:
- The email address associated with your FREENOW account (if applicable)
- The country to which the complaint relates (where you started your journey/where the incident occurred)
- The service used (e.g. taxi, ride, or eScooter)
- Who you are (passenger, driver, or operator)
- Your 'Primary Reason for Contact' should be 'Other'
- Your subject should be 'Formal Complaint', making it easier for us to identify and address your issue(s)
- The reason for the complaint/a description of the incident
- Details of the journey (e.g. date, time, pick-up and drop-off locations), incident, or support interaction to which the complaint relates
- Any supporting evidence or information, including photos or screenshots
- The desired outcome of the complaint